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Skills

  • Customer service
  • Process optimization
  • Category equipment
  • Vendor management
  • Data recovery
  • Organization
  • Mac systems
  • Budgets
  • Software diagnosis
  • Task prioritization

Work Experiences

  • Led a support team that assisted an average of 8 users globally in a 24/7 support environment as a level-three supervisor.
  • Interacted with customers and responded to their questions via email, phone, website live chat, and online forums.
  • By providing high-quality and efficient support, I was able to keep existing clients and develop 17 new accounts.
  • Conducted risk assessments for emerging project challenges.
  • Collaborated with external auditors.
  • Achieved a 20% reduction in delays.
  • Boosted overall project tracking.
  • Automated progress tracking for senior management.
  • Cleared 24% of project blockers.
  • Contributed to a 48% reduction in onboarding time.

Summaries

  • Adept at negotiating procurement terms.
  • Promotes client relations and risk assessment skills that are dynamic.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the program business.
  • Excellent Project Support Engineer with 18 years of experience providing exceptional support to users at all levels.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Achieved a 71% reduction in critical system errors.
  • Jira expert and SAP user.
  • Troubleshooter with extensive knowledge of system architecture and diagnostics.
  • Costs were consistently reduced while profits were increased.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.

Accomplishments

  • Mentored junior team members on Agile principles, leading to a 79% improvement in team velocity over several months.
  • Successfully applied Agile methodology across 10 projects, speeding up delivery timelines by 53%.
  • Led the creation and distribution of technical project reports, providing stakeholders with insights that led to system.
  • Deployed resource scheduling software that led to a 81% decrease in human resource bottlenecks during high-demand phases.
  • Collaborated in team troubleshooting efforts that resulted in resolving critical issues framework faster than previous standards.
  • Facilitated cross-functional workshops to ensure alignment on technical project specifications, streamlining the project workflow.
  • Collaborated with senior team members to optimize project workflow, resulting in the delivery of 9 deliverables 11 months ahead of deadline.
  • Collaborated with team of 14 in the development of process.
  • Enabled multi-site project deployments using Agile methods, resulting in 81% faster rollouts and improved team coordination.
  • Monitored technical designs to ensure they aligned with original project specifications, reducing rework by 74%.

Affiliations

  • Lean Six Sigma Certification 2016
  • Jaycees
  • Member, Global Association for Software Quality (GASQ)
  • International Association of Administrative Professionals
  • Member, International Project Finance Association (IPFA)
  • Certified Associate in Project Management (CAPM) 2021
  • Society for Maintenance & Reliability Professionals (SMRP)
  • American Society for Quality (ASQ)
  • Engineering Project Management Certification, initiative, 2021
  • National Association of Social Workers

Certifications

  • VMware Certified Professional (VCP)
  • Certified Associate in Project Management (CAPM) - PMI
  • Salesforce
  • Six Sigma Green Belt Certification
  • Prince2 Practitioner Certification - procedure
  • Certified Systems Engineering Professional (CSEP) - INCOSE
  • ITIL Foundation Certification - AXELOS
  • Google Cloud Professional Engineer Certification
  • Microsoft Certified Systems Engineer (MCSE)
  • CompTIA Network+

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